Poor customers service cost e-commerce direct marketers $6.1 billion in lost sales last year, according to Datamonitor. The market analysis firm projects losses in 2000 to exceed $173 billion.
Datamonitor credits the gap to customers who do not complete their purchases. It estimates close to 8% of abandoned online transactions could have been saved had direct marketers provided better online service.
“The average company could have improved its online sales figures by almost 35% last year if it had provided better online customer service for potential customers,” said Datamonitor’s Steve Morrell in a statement.
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